Resumen:
Learn how to resolve your mouse not working issue, such as How do I get my mouse pointer back? Why is my mouse on but not moving? Troubleshooting a slow-moving or a nonresponding
pointer.
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When you have a wireless USB or Bluetooth mouse, install new batteries.
Insert the USB cable or wireless USB receiver into another USB port to test.
Save any data, close any open programs, and restart the computer.
When your Wired USB, Wireless USB, or Bluetooth mouse is not working as it should, see the expanding section below that best matches the issue that you are having and follow the instructions.
Locate the wireless USB receiver that came with your mouse.
NOTE:
When buying a keyboard or mouse with a computer:
Look in every compartment of the box that the devices came in. The wireless USB receiver is small and can be easily overlooked. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 1 to see the size and shape of the receiver.
When buying a keyboard or mouse separately from a computer:
The wireless USB receiver is under the keyboard when buying a keyboard or keyboard mouse combination, and under the mouse when bought separately. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 2 for the typical location, size, and shape of the receiver.
Figure 1: Wireless Receiver
Figure 2: Wireless Receiver Location in Packaging
When you cannot locate your wireless receiver after you have unpacked the devices, some mouses and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboard, but they are not shipped in those locations.
Insert the wireless USB receiver, as shown in Figure 3.
Figure 3: Wireless USB Receiver Insertion
Notes:
The receiver only goes in one way. When the connector does not seem to fit, adjust the angle, or flip it over.
When using the receiver that came with the mouse, no configuration is needed.
NOTE: The connector only goes in one way. When the connector does not seem to fit, adjust the angle, or flip it over.
Check the connector at the end of the USB mouse cable to determine the type of connector your keyboard or mouse has. For more information, see the figure below:
NOTE: The following steps apply to all brands of wired USB mouses.
Reseat the wired USB mouse cable into the USB port.
Ensure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, see the How to Clean Your Mouse section.
Ensure the surface that you are using has enough of a pattern in it that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).
Try the wired USB mouse in another USB port on the computer. A notice that drivers are being installed may appear; if so, wait until a message that the drivers were installed before you use the mouse.
Try another wired USB mouse, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
Try your wired or wireless mouse on another computer, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
Using the SupportAssist application provides automatic computer updates and detects issues that are resolved for you. Let us take the effort out of maintaining your Dell Computer or Tablet. For more information about SupportAssist, browse to the SupportAssist for PCs and tablets
The test determines if a wired USB mouse is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the wired USB mouse from working. You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.
Ensure to use the wireless USB receiver that came with your wireless mouse. Using another receiver may mean it uses another technology, and is not compatible with the mouse. For more information about the latest technology offered by Dell, see Dell Knowledge Base article How to use the Dell Universal Pairing. For products that are labeled Logitech , browse to the Logitech Downloads Site for drivers and software.
NOTE:
When buying a keyboard or mouse with a computer:
Look in every compartment of the box that the devices came in. The wireless USB receiver is small and can be easily overlooked. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 1 to see the size and shape of the receiver.
When buying a keyboard or mouse separately from a computer:
The wireless USB receiver is under the keyboard when buying a keyboard or keyboard mouse combination, and under the mouse when bought separately. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 2 for the typical location, size, and shape of the receiver.
Figure 1: Wireless Receiver
Figure 2: Wireless Receiver Location in Packaging
When you cannot locate your wireless receiver after you have unpacked the devices, some mouses and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboard, but they are not shipped in those locations.
Ensure that the mouse is within 10 feet (3 meters) of the computer.
Reseat the wireless USB receiver into the USB port.
Reinsert the batteries or install fresh batteries. For more information about how to install the batteries, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
Ensure that the mouse is turned on; see Figure 3 for an example of what the power button may look like. For more information about where the power switch is, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual. Or Figure 3: Power Button Examples
Your receiver and mouse may have a connect button: If so, press the connect button on the receiver and on the bottom of the mouse. See Figure 4 for an example.
Figure 4: Wireless Mouse Connect Button Location
Ensure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, see the How to Clean Your Mouse section.
Ensure the surface that you are using has enough of a pattern in it so that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).
Try the wireless USB receiver in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
NOTE: When using a wireless USB mouse with a connect button, ensure to press the connect button on the receiver and on the bottom of the mouse again.
Try another wireless USB mouse and receiver, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
NOTE: When using a wireless USB mouse with a connect button, ensure to press the connect button on the receiver and on the bottom of the mouse again.
Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
The test determines if the wireless USB mouse receiver is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the USB wireless mouse from working. You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.
Reinsert the batteries or install fresh batteries. For more information about how to install the batteries, see the document that came with the Bluetooth mouse or browse to the Keyboard and Mouse Manual page for the manual.
Ensure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, see the How to Clean Your Mouse section.
Ensure that the mouse is within 10 feet (3 meters) of the computer.
Ensure the surface that you are using has enough of a pattern in it, so the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).
Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
NOTE: The following steps apply to all brands of wired USB mouses.
Ensure that there is nothing preventing the mouse buttons from moving. Most mouse buttons make a clicking noise when pressed down all the way.
Reseat the wired USB mouse cable into the USB port.
Try the wired USB mouse in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
Try another wired USB mouse, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
The test determines if a wired USB mouse is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the wired USB mouse from working. You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.
Ensure that nothing is preventing the mouse buttons from moving. Most mouse buttons make a clicking noise when pressed down all the way.
Ensure to use the wireless USB receiver that came with your wireless mouse. Using another receiver may mean it uses another technology, and it may not compatible with the mouse. For more information about the latest technology offered by Dell, see Dell Knowledge Base article How to use the Dell Universal Pairing.
NOTE:
When buying a keyboard or mouse with a computer:
Look in every compartment of the box that the devices came in. The wireless USB receiver is small and can be overlooked. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 1 to see the size and shape of the receiver.
When buying a keyboard or mouse separately from a computer:
The wireless USB receiver is under the keyboard when buying a keyboard or keyboard, mouse combination, and under the mouse when bought separately. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 2 for the typical location, size, and shape of the receiver.
Figure 1: Wireless Receiver
Figure 2: Wireless Receiver Location in Packaging
When you cannot locate your wireless receiver after you have unpacked the devices, some mouses and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboard, but they are not shipped in those locations.
Ensure that the mouse is within 10 feet (3 meters) of the computer.
Reseat the wireless USB receiver into the USB port.
Reinsert the batteries or install fresh batteries. For more information about how to install the batteries, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
Ensure that the mouse is turned on. See Figure 3 for an example of what the power button may look like. For more information about where the power switch is, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual. Or Figure 3: Power Button Examples
Your receiver and mouse may have a connect button; if so, press the connect button on the receiver and on the bottom of the mouse. See Figure 4 for an example.
Figure 4: Wireless Mouse Connect Button Location
Try the wireless USB receiver in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
NOTE: When using a wireless USB mouse with a connect button, ensure to press the connect button on the receiver and on the bottom of the mouse again.
Try another wireless USB mouse and receiver if available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
NOTE: When using a wireless USB mouse with a connect button, ensure to press the connect button on the receiver and on the bottom of the mouse again.
Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
The test determines if the wireless USB mouse receiver is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the USB wireless mouse from working. You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.
Ensure that there is nothing preventing the mouse buttons from moving, most mouse buttons make a clicking noise when pressed down all the way.
Reinsert the batteries or install fresh batteries. For more information about how to install the batteries, see the document that came with the Bluetooth mouse or browse to the Keyboard and Mouse Manual page for the manual.
Ensure that the mouse is within 10 feet (3 meters) of the computer.
Ensure that the mouse is turned on. See Figure 1 for an example of what the power button may look like. For more information about where the power switch is, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual. Or Figure 1: Power Button Examples
Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
NOTE: The driver is located in the Network category.
Re-pair the mouse with the computer. For this information and more on Bluetooth mice and keyboards, see the Dell Knowledge Base article Bluetooth Troubleshooting and Usage Guide.
Ensure the optical opening on the bottom of the mouse is clean. For more information, see the How to Clean Your Mouse section.
Ensure the surface that you are using has enough of a pattern in it that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).
Change the mouse settings to adjust the pointer speed.
Click the tab that matches the Operating System that is installed on your computer and perform the steps within that section to change the settings.
The test determines if the mouse is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the mouse from working.
When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the SupportAssist Pre-Boot System Performance Check page to submit the issue.
As mentioned before, the stop responding issue may be caused by software issues on your computer, for more information, see Dell Knowledge Base article How to Troubleshoot Slow Performance Issues.
You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
Look at the lens on the bottom of the optical mouse.
If you see any debris, try to blow it off with a can of compressed air.
If not, take a cotton swab or terry cloth rag and dip it in isopropyl alcohol. It should be damp but not wet and lightly clean the lens.
To clean the scroll wheel, perform the following steps:
Turn off the computer and unplug the mouse.
Look at the scroll wheel.
When you see any debris, try to blow it off with a can of compressed air.
If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and wipe the circumference of the wheel, cleaning away oily buildup and dirt.
To clean the lens, perform the following steps:
Ensure that the mouse is turned off and remove the batteries. For more information about where the power switch is and how to remove the batteries, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
Look at the lens on the bottom of the mouse.
If you see any debris, try to blow it off with a can of compressed air.
If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and lightly clean the lens.
To clean the scroll wheel, perform the following steps:
Ensure that the mouse is turned off and remove the batteries. For more information about where the power switch is and how to remove the batteries, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
Look at the scroll wheel.
When you see any debris, try to blow it off with a can of compressed air.
If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and wipe the circumference of the wheel, cleaning away oily buildup and dirt.
Touch or click Mouse & touchpad settings (System settings).
Under Select your primary button, use the drop-down menu to select whether you want the Left or the Right button to be the primary button (the one that selects items).
Press and hold the Windows () key, and then press the q key.
In the search box, type Mouse.
Touch or click Mouse & touchpad settings.
Under Select your primary button, use the drop-down menu to select whether you want the Left or the Right button to be the primary button (the one that selects items).
Press the Windows () key.
In the search box, type Mouse.
Touch or click Mouse in the list of programs.
Touch or click the Buttons tab.
Touch or click to check the box next to Switch primary and secondary buttons, this switches the function of the buttons.
Note: The normal setting is for the box to be cleared. When the function of the buttons is switched, and you do not want it that way, clear the box.
Touch or click OK.
Click Start.
In the search box, type Mouse.
Click Mouse.
Click the Buttons tab.
Click to check the box next to Switch primary and secondary buttons, this switches the function of the buttons.
NOTE: The normal setting is for the box to be cleared, if the function of the buttons is switched and you do not want it that way, clear the box.
Save any data, close any open programs, and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
Ensure that the BIOS is updated to the latest version. For more information, see Dell Knowledge Base article Dell BIOS Updates.
Ensure that Windows has the latest updates. For more information, see Microsoft Knowledge Base article Windows Update: FAQ.
Reseat the wireless USB receiver into the computer.
Save any data, close any open programs, and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
Ensure that the BIOS is updated to the latest version. For more information, see Dell Knowledge Base article Dell BIOS Updates.
Ensure that Windows has the latest updates. For more information, see Microsoft Knowledge Base article Windows Update: FAQ.
Save any data, close any open programs, and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
Ensure that the BIOS is updated to the latest version. For more information, see Dell Knowledge Base article Dell BIOS Updates.
Ensure that Windows has the latest updates. For more information, see Microsoft Knowledge Base article Windows Update: FAQ.
How to use the Dell Universal Pairing - This article provides information about which keyboard and mouses are compatible with Dell Universal Pairing and how to connect them together.
Using the SupportAssist application provides automatic computer updates and detects issues that will be resolved for you. Let us take the effort out of maintaining your Dell Computer or Tablet. For more information about SupportAssist, browse to the SupportAssist for PCs and tablets page.
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